Spanish Speaking Care Coordinator (up to $24/hr)

Posted: 03/01/2022
Customer Service Dublin, Ohio


Job Summary

Spanish Speaking Care Coordinators are Healthcare Warriors™; they are helpers, researchers, collaborators, investigators, problem solvers and subject matter experts in health benefits navigation.  They provide guidance and advocacy services for clients, and work as a conduit between members and service providers to assist them through the complicated task of untangling the web that is healthcare. They must possess a unique combination of skills that include critical thinking, tech savviness, agility, empathy, listening, and strong verbal and written communication skills.  This includes the ability to breakdown complex situations and communicate them in easily understandable terms.  They must be intuitive and enjoy the thrill of solving intricate puzzles, as well as, have a passion for understanding and helping others through their unchosen healthcare journey is essential.

Essential Roles and Responsibilities

  • Provide exceptional customer service through inbound/outbound calls.
  • Offering empathetic and individualized member guidance, work can include verifying benefits; creating authorizations for treatment based on the members’ health plan.
  • Asking probing questions to recognize addition needs, including those beyond their healthcare benefits and providing additional resources/solutions.
  • Acting as advocates for our members by communicating with network liaisons, medical and finance staff at hospitals and physicians’ offices as an advocate for our members; Investigating billing discrepancies and claim issues.
  • Work in close collaboration with Quantum Health nursing/medical staff and identify when member should be connected with a QH nurse.
  • Care Coordinators must be highly accountable by following-up and following-through to ensure our members’ needs are met. The Quantum term for this is “Stick With Them”.
  • Participate in Quantum Health's business growth projects as needed.

Our process:

At Quantum Health, we have Patient Service Representatives that sit within our Pods in the Operations group. We operate Monday through Friday from 8:30 am – 10 pm and have the following shifts during that time:

10 am – 7 pm

11 am – 8 pm ($.50 shift differential)

12 pm – 9 pm ($1.50 shift differential)

1 pm – 10 pm ($1.50 shift differential)

Training is from 9 am – 6 pm for everyone for the first 6 weeks. The first 3 weeks is classroom training and then you will take a progress assessment to ensure you are grasping all the content. The second 3 weeks is cultivation where you take live calls and have support around you should any questions arise. You will also take another progress assessment to ensure you are prepared to graduate to the pods after that. You need to be able to pass both progress assessments to continue on.

Once training is completed, you are assigned a shift based on business need. We will always try to accommodate your preference but the most popular shifts/needs after training are 10-7 and 11-8. After 6 months, you are eligible to move to a different shift once one becomes available.

Below is an outline of our interview process so you'll know what to expect each step of the way.

Step 1: Submit your Application

Step 2: Recruiter Phone Screen

  • Once you complete your application the recruiters will review your information and if selected we will reach out for a 20–30-minute phone interview. This will discuss your availability to start, any potential conflicts with training along with some behavioral based questions. The recruiter will then submit your information to the hiring team to review.

Step 3: Assessments – please note you can conduct these on site at our Headquarters if you don’t have accommodations to do them at home.

  • COGNIFY – measures the ability for problem solving, ability to digest and apply information and critical thinking
  • Computer Literacy & Internet Skills (CLIK) – measures your technical aptitude to navigate a computer

 Final Step: In-person interviews

  • If selected, they will schedule a 30 minute in person interview with two of our hiring managers. This will be a discussion with behavioral based questions and a passion for helping people. From there we will all regroup and make a decision on whether to extend an offer.
  • Please allow for an additional 30 minutes while onsite if you choose to complete your assessments after your interview. 

Quantum Health nurtures an award-winning, highly-engaging culture that supports each member as an individual, provides continuous development opportunities and career growth. Our work is serious but our laid back, fun environment fuels each of our 1,400+ employees to make lasting impact on our members and families’ lives.

We are the healthcare warriors for nearly 200 businesses and their employees providing comprehensive guidance as they navigate their self-funded healthcare plans. Our work cuts costs, maximizes the benefits portfolio and achieves the best employee experience for each medical situation.

Skills and Qualifications

  • Fluency in both English and Spanish
  • High school diploma or equivalent
  • Proficient in Microsoft Word and Excel
  • Accountable and reliable
  • Adaptable with a desire to learn and acquire new skills
  • Ability to type and answer emails in a timely manner
  • Strong desire to help others and caring attitude
  • Attentive and good listener
  • Strong customer service skills
  • Ability to function as a team member within one's own group
  • Ability to work independently without close supervision
  • Ability to receive and accept feedback from multiple support sources (Manager, Team Leads, Quality Coaches, Peers, etc.)
  • Able to remain in one set location for long periods of time
  • All job offers are contingent on successful completion of a background check
  • Protect and take care of our company and member’s data every day by committing to work within our company ethics and policies

What’s in it for You?

  • Paid-time-off, paid holidays and weekends free
  • Comprehensive Medical/Dental/Vision insurance including domestic partner benefits
  • 401k with 4% match
  • On-site fitness facility, ping pong table, serenity room massage chairs
  • Education reimbursement after a year of service
  • Supportive Engagement Teams i.e. Women, LGBTQIA, LatinX, etc.

 Quantum Health is an Equal Opportunity Employer